AccountId: 011433970860
ContactId: fcc76037-35f4-4c43-a7de-86ad258be60a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158119 ms
Total Talk Time (AGENT): 48502 ms
Total Talk Time (CUSTOMER): 68860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/fcc76037-35f4-4c43-a7de-86ad258be60a_20250312T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I am calling for benefits for a specialist office visit and a procedure being done in the specialist office.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] May I have the area code, please?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, uh, [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Hm let me.
[CUSTOMER][NEUTRAL] Look at the card.
[CUSTOMER][NEUTRAL] I have I'm not sure if this is an old card or not. OK, let me, let's 02321887 ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for office procedure and office visit benefits?
[CUSTOMER][NEUTRAL] Yeah, um, I have a CPT code if that helps, um, for the procedure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 574-54.
[AGENT][NEUTRAL] OK. And thank you so much, [PII] for verifying the policy. For this member, verification of coverage does not guarantee the payment of the claim. For anything that is rendered within an office setting, the member does not have that benefit rider.
[CUSTOMER][NEUTRAL] OK, nothing covered.
[CUSTOMER][NEUTRAL] In office, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] In office setting office setting, um, even if it's a specialist office setting, right?
[AGENT][NEUTRAL] Anything rendered within an office is not covered.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Alrighty, what was your name again? I'm sorry.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm, any reference number?
[AGENT][NEUTRAL] Yes, the reference number will be first name, last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it alrighty thank you for your help.
[AGENT][POSITIVE] You're so welcome, and thank you, [PII] for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mhm.